C4C SLA configuration

[windddd]

Hi experts,

we need to configure the SLA in C4C for online service which contain variations against different conditions.

maintenance A - working hour (9am - 6pm) in 5 days. The feedback due date is +1 working day for email and letter enquiry.

maintenance B - outside working hour. The feedback due date is +2 working days for email and letter enquiry.

how can this be achieve in C4C?

[nish_murthy]

Hi windddd

You can likely accomplish this by creating 2 different SLAs, one for week days and another for the weekend.

In the weekday SLA, you can choose the relevant working day calendar (Under the Operating Hours tab) and select the days Mon-Fri under Weekly Configuration. Then, define the Time Range. In Reaction Times tab - you may define 1 working day.

In the weekend SLA, you can choose the working day calendar "General Calendar with 7 working days and no public holidays", then select only the days Sat-Sun, under Weekly Configuration. Then, define the Time Range. In Reaction Times tab - you may define 2 working days.

Please check if this approach works for you.

Kind Regards,Nishanth

[windddd]

Thank you for your suggestion. It seems nice but i am concerning about the calculation of working day using this approach.

Let say ticket 1 is reported on Mon 1400, the ticket due date should be calculated (+1 working day) to Tue 1400.

But if ticket 2 is reported on Sat 1400, will the ticket due date be calculated (+2 working day) to Tue 1400? (As the actual working day is on Mon-Fri)

how can both SLA align the working day calculation even they have different config?

[nish_murthy]

Yes, you are right. I will verify possible solutions and revert.

[windddd]

Look forward to your good news! I have been stucked into this problem couple of days…hope can find a solution for it!